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- Followthrough and execute the various Escalation Matrix (Vendor , Internal and Customer defined).
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- Constantly track tickets for SLA adherence and escalate on deviations as defined in the process.
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Digital Network - Pune, India - Microland
Description
Required SkillsTechnology | Cisco R and S Network Administrator - Level 2 Support
Education Qualification :
B.Sc
Certification Mandatory / Desirable :
Technology | Basic Level Certification - CCNA / CCNA / ACSA / JNCIA-Junos / VM Certified Technical Associate / ACSA / ECMS1
Delivery Skills:
Technology Management:
Responsible for overall network technology management for the business. Responsible for planning and execution of new technology roll outs, scope expansion and readiness of team from technology standpoint. Manage SOPs, Knowledge documents, KB articles. Implement technical methodology improvement from past failures and learnings.
Restoration and Resolution:
Identify the network issue based on troubleshooting and decide on the actions required to be implemented for resolving the issue.
Triage:
Once the resolution steps are completed if the issue is still not resolved or if it s an unknown issue and standard troubleshooting methods did not resolve the issue, escalate the ticket to L3 Network SME and support the troubleshooting process, if there is a bridge, continue on the bridge along with the SME.
Process Compliance:
Value Proposition:
Understand the existing environment and propose any opportunity of improvement. Look at nagging issues in the environment and come out with Get Around solutions by working with vendors and industry experts